"6 month wait, then no doctor"

About: Queen Elizabeth Hospital / Ear, Nose and Throat

(as the patient),

Having waited for an appointment since January this year, I finally received an appointment for one day at the beginning of June at 9am.

I arrived at 8.30am and was told to wait in the appropriate waiting area. I was called at 9.15 to be told that the doctor who would hold this clinic was on holiday! The poor nurse who was having to deal with the mess would try to find another member of staff who could take the clinic but had no idea if this was possible or how long the wait would be.

I opted to take the option of another appointment. I think this is very poor service from the NHS.

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Response from University Hospitals Birmingham NHS Foundation Trust

Thank you for taking the time to provide feedback on your experience of the ENT clinic at the Queen Elizabeth Hospital.

We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

We were very concerned to hear about the problems you experienced when you attend for your appointment. This is certainly not the type of experience we would want anyone to have as a patient under our care. We strive to provide the highest standard of care possible and we are very sorry that we have not achieved this on this occasion.

Your comments have been forwarded to the relevant senior managers responsible for this clinic. We would be very grateful if you would contact the Patient Advice and Liaison Service (PALS) to discuss your experience further. This will enable us to fully investigate the concerns you have raised. We will then be able to take the relevant action to make improvements that will benefit patients in the future.

You can contact PALS by phone 0121 371 3280, by email PALS@uhb.nhs.uk , via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 10-4pm (Mon-Fri) to the PALS office located to the left of the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

Thank you again for taking the trouble to post your comments on the Patient Opinion website.